Benefits
1. Death in Service benefit
2. Pension
3. Private Medical Care
4. On Call Bonus Payment
5. Cycle to work and Electrical Vehicle schemes
6. 33 days annual leave
7. Birthday day off
8. Enhanced maternity and paternity leave
9. Complimentary tea/coffee/fruit/soft drinks plus Thursday Breakfast Club onsite
Role
Our client is the UK’s leading edge infrastructure provider. Regional businesses and service providers use them to build, connect and deploy the applications they need to innovate and grow.
Responsibilities
1. Responsible for data centre support to external and internal clients, assisting with server, networking and hardware related tasks and standard change requests via phone, email and fax.
2. Supporting DC capacity, layout and rack deployment, cabling and other facilities activities.
3. Delivering these responsibilities across multiple site locations in Edinburgh.
4. Respond to clients within agreed SLA.
5. Delivery of intelligent remote hands for clients within SLA.
6. The deployment of client solutions to plans provided by provisioning and project teams.
7. The deployment of racks and related equipment to support client orders.
8. Provide expert cabling support including crimping, patching, labelling, running and terminating.
9. Manage all incoming calls, tickets, emails and associated requests to the data centre services function.
10. Responsible for proactive updating of client requests until resolution of service.
11. Follow escalation processes; tickets to support management and other teams as required.
12. Liaise with third party suppliers to report and escalate client problems / queries.
13. Access management at site where no security function is available.
14. Troubleshoot hardware faults and arrange replacements.
15. Install and decommission redundant equipment and cabling.
16. Co-operate and work closely with all members of the DC and wider operational teams to ensure efficient, productive and high quality service to customers within the live Data Centre.
17. Stock control of company assets and store management.
18. Manage, categorise and prioritise all relevant tickets; these include problems, queries and requests regarding data centre services.
19. Support Trainee DC Engineers when required.
20. Assist with the deployment of racks, installation and implementation of customer equipment, customer tests or project support where required.
21. General Data Centre housekeeping tasks such as cable management, decommissioning and audits.
22. Maintain accurate records of internal IT infrastructure (i.e. patching, switches, capacity awareness and document all work done within a full change control system.
23. Monitoring of infrastructure, site walk around checks and reporting/escalating any faults or concerns as required.
24. Ensure a high level of physical security in line with company accreditations and standards.
25. Follow and adhere to robust access control process and procedures for customers, and company employees and 3rd parties.
26. Observe and assist with the site security enforcement.
27. Ensure that any Health and Safety, Security and compliance processes and procedures are complied with.
28. Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director.
29. All roles will be required to handle confidential information and/or sensitive data in a professional manner and in line with existing Company processes and policies.
30. The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements.
31. Working hours/shift pattern (if applicable): 12-hour shifts. Four on four off shift pattern 07:00 – 19:00/19:00 – 07:00. One week in four-night shift rota and on call duties.
Requirements
1. Minimum GCSE level, or equivalent, in English.
2. Experience providing high levels of customer service in an IT or similar industry.
3. Computer hardware troubleshooting experience.
4. Ability to work well to deadlines and under pressure.
5. Ability to think logically.
6. A good knowledge of how software and operating systems work.
7. Good problem-solving skills.
8. Keen interest in, and passionate about IT technology and infrastructure.
9. Commuting distance, no more than 1 hour driving distance from Edinburgh.
10. Candidate has own vehicle and full UK driver’s license.
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